Hunt Groups 84
SBX IP 320 Features & Operation Guide
• When the number of queued incoming calls are over the pre-defined amount in an ACD
group, incoming CO calls will be dropped.
• The Pick-up Hunt Group is reserved for Intercom calls only.
• ISDN phones can be a member of a Hunt Group, but will only work when answering a
hunt call.
• Group pick-up doesn't work with a call of Hunt Group pilot number; an error tone will be
presented.
• ISDN phones cannot be the first Hunt Group member; two number entrance for one
ISDN phone is not permitted.
Admin Programming
• Hunt Group Assignment (PGM 190)
• Hunt Group Attribute (PGM 191)
Automatic Call Distribution Groups (ACD Groups)
A separate supervisor or common supervisor can be assigned in an ACD group. The supervisor
can monitor the status of the group. When a call is queued to a group for longer than a predefined
time or when a predefined number of calls are queued, the supervisor's LCD will indicate the
number of calls in queue, and the queued time for the longest queue. The supervisor can change
the overflow destination and timing. The system will provide traffic and on line status reports,
based on the supervisor's request for the ACD group, including the following group statistics:
• Total calls
• Number of unanswered calls
• Average and the longest queued calls
• Number and total time when all agents are busy
• Average ringing time before answer
• Average service time after answer
An ACD Supervisor can activate two-way recording when monitoring an agent's conversation.
Queue Information of Queuing Call count is automatically displayed at the Supervisor’s LCD,
as well as at the Agents’ LCDs.
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